Job Description
Note: The job is a remote job and is open to candidates in USA. Boldyn Networks is focused on reimagining the future of interconnectivity through innovative network solutions. They are seeking a knowledgeable and customer-oriented Field Service Representative to ensure their managed networks exceed client expectations by providing exceptional service and support for IT infrastructure. Responsibilities Providing exceptional service to customers Responding to emergency outages promptly Maintaining own schedule for onsite customer appointments within 24-48 hour SLA Configure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers Support systems running Windows, Mac OS, and potentially Linux Manage tickets using the help desk ticket queue Tracking and updating escalation tickets Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools Manage accounts and equipment for new-hire/termination processes Work with vendors in matters concerning warranty support including Dell, Cisco, Aruba/ HP, CDW, and others Provide end-user training sessions on relevant IT topics Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS Support administration of VoIP phone systems and LiveOps call center chat system Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and others Provide necessary level support of network devices Support and administer accounts (access codes and fobs) in an office security system Address end-user and network escalations Coordinate client activities (e.g. move-in, conferences, and special events) Monitoring, investigating, and retiring equipment alarms Assist with customer install activities as needed Seeing that Boldyn’s policies and end-user agreement are upheld in your perspective region Generating reports as required Attending training events as required Other documentation and administrative duties as requested Skills Position requires skillset equivalent to a Help Desk Level II technician 1 to 3 years Windows and/or Mac OS hardware and software support 1 to 3 years of help desk experience in a medium to large scale environment Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others Documenting and adhering to established technical procedures and best practices Experience managing workload with a ticketing system, including service orders and account information gathering. ServiceNow experience preferred Remote desktop support Understands Active Directory user accounts, security groups, and file share permissions Understands system virtualization and reducing hardware footprint Providing exceptional service to customers Responding to emergency outages promptly Maintaining own schedule for onsite customer appointments within 24-48 hour SLA Configure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers Support systems running Windows, Mac OS, and potentially Linux Manage tickets using the help desk ticket queue Tracking and updating escalation tickets Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools Manage accounts and equipment for new-hire/termination processes Work with vendors in matters concerning warranty support including Dell, Cisco, Aruba/ HP, CDW, and others Provide end-user training sessions on relevant IT topics Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS Support administration of VoIP phone systems and LiveOps call center chat system Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and others Provide necessary level support of network devices Support and administer accounts (access codes and fobs) in an office security system Address end-user and network escalations Coordinate client activities (e.g. move-in, conferences, and special events) Monitoring, investigating, and retiring equipment alarms Assist with customer install activities as needed Seeing that Boldyn's policies and end-user agreement are upheld in your perspective region Generating reports as required Attending training events as required Other documentation and administrative duties as requested You must have and maintain a valid driver's license You must also pass a criminal background check to work on any of our customer's properties Candidates must be able to comply with ITAR requirements Basic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections MCP, CCT, A+, Net+, or ACTC Certification Associate degree in Information Technology or closely related field Streaming, video conferencing, and audio-video support Understanding and familiarity with VoIP technologies Benefits Annual Bonus Learning and Development Opportunities Competitive benefit packages Paid Parental Leave Vacation starting at 15 days increasing with length of service 10 days paid sick leave 4 days off each year to volunteer Company Overview At Boldyn Networks we unlock the power of an interconnected future. It was founded in 2005, and is headquartered in Newport Beach, California, USA, with a workforce of 501-1000 employees. Its website is